Priyanka Deorukhakar
Banking Professional
Thane
Summary
Accomplished Deputy Manager with a proven track record at IDFC FIRST Bank, adept in conflict resolution and client relationship management. Excelled in staff coaching and regulatory requirements, enhancing customer satisfaction and team productivity. Known for dynamic leadership and quick decision-making, significantly contributing to project management and customer retention.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Deputy Manager
IDFC FIRST Bank
06.2022 - Current
- Dealt with complex complaints and irate customers professionally and politely.
- Processed escalated manager callbacks to achieve a positive resolution to customer enquiries.
- Managed all complex complaints, issues, and problems to maintain customer satisfaction.
- Provided prompt, professional, and empathetic responses to customer enquiries with a focus on researching, resolving, and documenting customer concerns.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Followed up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints, escalations, and solve problems.
- Responded to customer emails with accurate, professional replies.
- Trained and helped colleagues manage workloads and assignments.
Deputy Manager
Kotak Mahindra Bank
01.2020 - 05.2022
- Maintained positive professional working environment to optimise staff and customer satisfaction.
- Managed escalations at the second-level grievance of the customers received from senior management, social media, RBI, ombudsman, inbound, and other sources.
- Prepared root cause analysis (RCA's) for potential NODAL, RBI, and MD/CEO escalation cases.
- Mentored/handled OJT batches by keeping track of senior TAT and cross-sales prepared service impact stories (out of the box resolutions).
- Handled complaints related to CASA (Retail Liabilities) and billing and statement disputes, majorly in Credit Cards.
- Followed up with customer issues that required more in-depth work to find.
- Handled service requests of the customer for both Retail Liabilities and Credit card with end-to-end closure.
- Helped customers with log-in disputes and basic troubleshooting for mobile banking and net banking.
- Managing escalations/complaints against Branch Banking with timely follow-ups.
- Ensure daily productivity of minimum 25 cases with backlogs and pending follow-ups to maintain the FTR and NPS.
- Keeping track of critical cases to avoid BO escalations with timely resolutions.
- Establish correct expectations, enforce reliefs, and resolve through effective communication.
- Analysing process gaps and publishing complaint reports to sales and Ops for their corrective actions to reduce the complaints
Subject Matter Expert
Q Connect
01.2018 - 01.2020
- Trained, coached, and mentored consultants to increase team productivity in credit card.
- Handling escalations and providing end-to-end resolution to customers.
- Handling customer interaction by providing detailed personalised, friendly, and polite service to ensure customer retention and satisfaction and generating business for the bank by cross-selling.
- Memorising all company products and processes to be able to answer customer questions quickly and efficiently to build service.
- Accurate completion of all sales-related processes to close the sales.
- Quickly understanding customers point of view and empathising to create a better experience of customer service.
- Maintaining good quality benchmarks while handling calls.
- Demonstrating good personal and amiable manners to get on with people at different levels.
Education
Master of Business Administration - Finance
Welingkar institute of management and studies
Mumbai 04.2023 - Current
Diploma of Higher Education - Clinical Research
Jhunjhunwala college
Ghatkopar 03.2018 - 04.2018
Bachelor of Science - Chemistry
B.N.N. college Bhiwandi
Bhiwandi 03.2015 - 04.2016
Skills
Staff coaching
Client Relationship
Team motivation
Strong delegating abilities
Email support
Dynamic leadership
Conflict resolution expertise
Ability to train
Quick decision-making
Customer relationship building
Project Management
Regulatory requirements understanding
Timeline
Master of Business Administration - Finance
Welingkar institute of management and studies
04.2023 - Current
Deputy Manager
IDFC FIRST Bank
06.2022 - Current
Deputy Manager
Kotak Mahindra Bank
01.2020 - 05.2022
Diploma of Higher Education - Clinical Research
Jhunjhunwala college
03.2018 - 04.2018
Subject Matter Expert
Q Connect
01.2018 - 01.2020
Bachelor of Science - Chemistry
B.N.N. college Bhiwandi
03.2015 - 04.2016